SquareTrade, Inc.

Initial Business Response /* (1000, 5, 2015/09/25) */
We are sorry the consumer had issues with their device.
As is stated in our Terms and Conditions, "What Isn't Covered" "Accidental Damage: Unless you purchase ADH coverage, we don't cover items that are damaged accidentally. This...

includes water immersion, drops, and spills."
The warranty was sold to the consumer by a retailer and we have no control over what features are included in the warranty. In this case the accidental damage was not included in the warranty.
Because of the seller did not give the consumer a clear explanation of what is covered we offered the consumer 2 options:
1) Full refund of the warranty price - This would complete the warranty, no further claims can be make.
or
2) A one-time repair of the laptop - The warranty would continue but not cover any accidents in the future as the warranty does not have that coverage.
We have contacted the consumer and are waiting their response.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 17, 2015/10/22) */
The consumer's tax reimbursement check was processed & delivered today.
Final Consumer Response /* (2000, 19, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

SquareTrade offers two types of warranties, our Standard and Accidental Damage from Handling coverage. Our standard warranty covers mechanical and electrical failures that occur during normal use. While our Accidental Damage from Handling plan covers damage from drops, spills and liquid damage associated with the handling and use of the product. The warranty viewed by the consumer on the SquareTrade's website included accidental damage from handling protection.  However, the warranty purchased through the reseller's website did not offer Accidental Damage from Handling.  We have reached out to the customer to obtain any documentation from the time of purchase that would reflect an accidental damage from handling warranty being purchased.

Initial Business Response /* (1000, 5, 2015/04/23) */
We are sorry the consumer had issues with the billing.
We also do not understand why the credit cards are not being billed properly. We have escalated the issue to the proper department to resolve it.
This issue will not affect the...

validity of the warranty as we have documentation of the consumer trying to make payments.
If there are any incidental charges to the consumer due to this issue Squaretrade will reimburse the consumer for these charges.
We have contacted the consumer to let them know we are working on the issue.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company contacted me to resolve the issue. The issue is still being working on, however, they have reassured me that the policy is still active (even though they have not been able to fix the payment issue). As long as they honor the policy and do not charge any late fees, I am satisfied with their response. I am still annoyed that it required a Revdex.com complaint for them to communicate properly with me.

We apologize to the consumer for the inconvenience.For us to be able to proceed with the reimbursement we would need one of two things.1. Documentation from the store that took the device and dispose of it.2. The Original phone that is covered.

Wow, the complaints I have read confirm the recent epidemic I have experienced. I have had and used many contracts with square trade over several years and products. I previously gushed to anyone that would listen what an amazing value from an amazing business. To quote "the best business of any type that I have ever done business with"
Over the last several months (trying to get an [redacted] plus that's not already broken) my opinion could not have changed more.
1. I have the average hour hold time
2. I get a call center that is now outsourced to Pakistan and can not understand most of what they are saying
3. I received an email, no call, that I had 48 hours to contact them or they would charge me $500 because there was a "find my phone app on my phone (that it came with) and I read the email about 5 days later. Went through the afore mentioned issues to reach them about getting my $500 back.
4.having to wait days and take different color phones because they did not not have the direct replacement. How "small time" is their operation?
5.at one point getting a broken, inoperable phone out of the package (which is the one and only time I one within 24hours) I called back and got the Pakistan call center who told me it would be several days because they don't overnight (after I told him I got that phone overnight) and he just argued they don't. Asked to speak to his manager, then he tried relaying information between us. When I insisted on talking to manager he came on and said they would not even begin to process a claim for another phone until they received that broken one back. 2 days later spoke with someone in U.S. Who apologized, upgraded the storage on my phone and sent me another color still
6. Received that phone and after trashing 2 pair of earbuds realized that the headphone, earphone did not operate properly
7. Dreading to replace phone again I asked about going to have it repaired. I would still have to pay another $50 deductible and count as another replacement because I did not call the day I got the phone
8. THEY contact a local repair shop and tell me they the repair part in stock. I should go there, pay them $100 (in addition the $50 deductible) and then send in the receipt.
9. Nightmare at repair shop. 3 different 2 hour visits and they finally tell me they can not fix the earphone jack.
10. Call ST and start ANOTHER claim, it will be at least a week before they will have another phone for me!!!
11. Get new phone a week later, not packaged as they usually are. There was no return box or label. Thank god this phone finally works
12. Try to call several times about how to return bad phone. Finally give and figure I will wait for the "just wanted to remind you" phone call which did not come. What did come with no phone call was another email that they AREADY charged me SEVEN HUNDRED AND FIFTY DOLLARS for a broken phone that sells for lass than that BRAND NEW.
13. I call my friends in Pakistan again and told they WILL NOT reimburse the $750 until the phone is in their hands (even though THEY did not send me a return box or label). He agrees that I will be reimbursed THE DAY they get the phone, no waiting.
14. He says they will have return materials within 24 hours and he will send me email confirming that for some reason he wanted me to stay on phone.48 hours later, no return materials, I go to his email to reply and see what he failed to point out was that he was having someone email a [redacted] bar scan for ME to find a [redacted] store to take my phone to and scan code in my email and they would handle
15. Go to 3 [redacted] stores before someone was able to scan (while on hold again with ST since the first [redacted] location) after another hour on hold to speak with a manager I get a manager that is in U.S. tell her my whole story (believe me, this very abridged) during that time I am told I have to pay [redacted] for a box because ST did NOT send me a return box as they say they will. I ask the ST manager who definitely did not care about any of it that I should pay for it, I should have brought one from home that I told her I did not have several times. She had NO concern what so ever and I should go find one or pay [redacted]
16. I got an email yesterday confirming reciept of my phone and claim is 100% completed. I still do t have a credit. [redacted] it's a waste of time trying to call someone and not wanting to WASTE my time and sanity I replied to their email without much optimism.
[redacted]How terrible is it that this company outsources its call center to Pakistan where they pay just dollars a week, no federal employee income tax and put their own customers out of work so they can't afford to buy the product the company is selling. That is very short sighted and insulting to me that they do not support the very people that are making them successful until everything comes full circle and they put themselves out of business for providing horrible service. They say penny wise, dollar foolish.
[redacted]in closing I will point out the obvious, to me, this company has quickly gone from one that I raved about unconditionally to one I WILL NEVER EVER DO BUSINESS WITH AGAIN. It's sad there are so few companies that stand out for their performance anymore and we have lost another. I will miss not being able to do business with the ST of the past
[redacted]
[redacted]

Squaretrade, sold me a warranty 6 months ago, accepted my payment and acknowledged the policy. What they did not say was that they could not give me a warranty because it was 9 days outside of their rules which says 30 days.

It was in fact done within the 30 days but the Apple launch messed up their website which is not relevant to this complaint

They took money, I had the warranty showing on the web portal

until I tried to file a claim at which point they said the warranty was not valid, cancelled the policy and issued a refund.

How many millions of their customers suffer this problem thinking they are safe until they place a claim

Why do they accept customers and then just say sorry its invalid ?

How many unsuspecting people who never place a claim, but were charged for a warranty which was meaningless

This is the WORST case of deceptive practices I have seen

Initial Business Response /* (1000, 5, 2015/04/06) */
We are sorry the consumer had a delay in the repair of their phone.
Sprint is having a problem with activating phones on their system. Sprint is looking into the problem. Therefore we have offered a repair.
Due to the repair delays we...

will reimburse the consumer the warranty price and the deductible. We will inform the consumer so they know the status.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   I will proceed with the return of the tablet that is not working as I have little other recourse.
I feel that as a long time customer that has had to spend a number of weeks trying to get service but was actively prevented from getting that service from SquareTrade, that just settling this for a $[redacted] would have been the right thing to do for SquareTrade.  I will proceed with the return process and hope that I am not waiting another 4 weeks or more for a resolution.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2014/08/05) */
Hi [redacted],
I am [redacted], the Resolution Manager at SquareTrade.
Our warranties with damage protection (ADH)are only offered for new items. That's clearly indicated on our website as well as on the service contract which is...

available on our website and emailed to you afterwards.
I'm sorry, I do not see any notes regarding a conversation you had about covering a used laptop. I, obviously, can say for sure that it didn't occur, but coverage for new items is a main criteria so its unlikely that one of our agents would tell you otherwise.
Unfortunately, we would not be able to offer you money beyond the full refund which you've been offered. Your laptop is just not covered. I'm sorry.
Regard,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would atleast like a partial refund for the misrepresentation and the false selling of an insurance by one of your associates. It can be $50, and I will be willing to settle for that.
Final Business Response /* (4000, 9, 2014/08/18) */
Hi [redacted]
We're unfortunately not going to be able to negotiate on this.
Our webpage and terms and conditions are clear on what can and can't be covered. It is the customer's responsibiity to understand these terms.
Regards,
[redacted]

The Square Trade Brochure indicates that they send overnight replacements. It is a LIE. In my opinion a fraudulent advertisement. It took 9 days for the phone to get to my hands!

Initial Business Response /* (1000, 5, 2014/08/14) */
Contact Name and Title: [redacted], Resolution Mgr
Contact Email: [redacted]@squaretrade.com
Hi [redacted],
This is [redacted], the Resolution Manager at SquareTrade. I am so sorry for the delay.
We had requested multiple shipping kits...

to be sent out, but for some reason they did not make it to you. I'll investigate further to see what happened here.
But in the meantime, we'll proceed with getting you paid out on the laptop so you can get a new system for yourself. To make you completely whole, I'm going to go ahead and get you a full refund on your warranty costs too. So you'll get another check for $129 in case you need to warranty your new laptop.
If you have any questions or concerns, please let me know.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/08/21) */
Hi,
Last week, [redacted] from SquareTrade called and let me know they would be sending me the full value of the computer as indicated on the receipt.
I do not recall him telling me that they would be refunding my warranty, I found that out from reading the response but it's nice to find out and I'm waiting to make sure it happens since that's apparently going to be a separate funds transfer. I shipped the computer back to them as of Saturday, they will hopefully receive it soon. I am currently still waiting on the funds to be transferred to my Paypal account. Could you please hold this case open until I receive the refund/claim amount? I was under the impression that they would process the refund and claim amount immediately, however the email they sent me with tracking info said that this was pending receipt of the computer, so it may take a few days yet.
Thank you,
[redacted]

I filed a cell phone claim over a month ago. Numerous calls, constant incorrect information and false promises. Still do not have my reimbursement check even though it's been approved. However, I'm not surprised. Just got off of a 40 minute phone call with the manager who claims it's now on its way. I honestly won't be surprised if I end up not getting it and have to call for it again next week. Not one step of this process has been straight forward and I feel I've been at the mercy of people who don't want to do their job or at least, don't know how to. I will never buy into this insurance again. It's been a nightmare at best.

Initial Business Response /* (1000, 6, 2014/07/07) */
Hi [redacted],
I am so sorry for the delay on your claim. Unfortunately, we had some inventory issues with your particular model.
I see that one of our managers has offered to get you fully reimbursed instead, so you can buy a new...

phone for yourself.
You should be all set. If there's anything else we can do for you, please do not hesitate to contact us.
Regards,
[redacted]

Initial Business Response /* (1000, 9, 2015/01/26) */
Received response via email:
The pro rata refund as it is written in our Terms and Conditions refers to warranties that are valid and the consumer decides to cancel. If the warranty is not valid to begin our policy is to refund the...

warranty fully.
We cannot find a warranty under the consumer's name so we can address a specific complaint. We are willing to work with the consumer if they did not receive the full refund.

Initial Business Response /* (1000, 5, 2015/12/29) */
Wa apologize for the issue the consumer experienced with their device. The consumer has been contacted by a resolution specialist to resolve the compliant. The claim has been approved for payout. Once the consumer returns the device a...

check will be issued for the amount paid.

Initial Business Response /* (1000, 5, 2014/12/18) */
We are sorry the consumer had an issue with his device. We do not know how the specialists input the emails incorrectly. It is not our policy, nor do we train our specialist to input incorrect data to delay claims. As per our Term and...

Conditions the value of the warranty, the settlement we are allowed to offer, is based on the purchase price of the item. The proof of purchase receipt that the consumer sent to us showed the item's purchase price. The price paid is what the price of the unit is after coupons and price override have been applied. We cannot sell warranties valued more that what the item was purchased.
We are also sorry that we did not inform the consumer of the possibility of during the diagnostics after a screen was replaced that the unit would have been restored to factory settings. The unit, according to records, "is not turning on". The main board was replaced so any data on the original board was not recoverable.
The retailer misinformed the consumer of the warranty coverage then that issue needs to be addressed with them.
We do have to admit that our specialist did not make it clear to the consumer that a box would not be sent when we process a claim for a payout.
We will contact the consumer to let them know that because they were misinformed by our partners, the delays experienced and our willingness to compromise with our customers, we will reimburse them the full value of the item once the unit is shipped to us.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SquareTrade is continually exercising a pattern of bad faith in fulfilling the insurance contract they have with me. SquareTrades' management also appears to show indifference to the intervention of the Revdex.com, a government agency, which, at taxpayers' expense, is now involved in fixing SquareTrade's defective performance and bad faith negotiations.
As of today, 1/4/2015, I have not received any payment of my insurance claim from SquareTrade.
After SquareTrades' reply to my initial complaint to the Revdex.com the following occurred:
12/16 - I received an e-mail from SquareTrade as follows:
"Great news! We've finished assessing your claim, and you're eligible for a payout. We'll send you a reimbursement for the amount of $99.99 just as soon as you ship your damaged item to us."
The e-mail also contained a shipping label.
12/18 - I received an e-mail from [redacted] C. of SquareTrade saying:
"... We will reimburse you by 2 checks, one in the amount of $99.99 (the maximum value of the warranty purchased) and the other in the amount of $120.51. Please send the unit in and we will reimburse you by check and you should receive the two checks separately in 7 - 10 business days from when you send in the unit."
12/19 - I returned the Tablet computer via FEDEX.
12/23 - I received an e-mail from SquareTrade saying:
"A reimbursement has been sent to you by check. Please allow 7-10 business days for checks and American Express Gift Cards to arrive. For all other payment types, allow 2-3 business days."
12/24 - I received an e-mail from SquareTrade saying:
"Regarding your payment of $ 99.99, we were unable to confirm the mailing address you provided as valid
The e-mail contained my correct mailing address."
12/24 - I replied via e-mail to SquareTrade's e-mail telling them that they have my correct mailing address.
12/25 - I sent the following e-mail to [redacted] C. of SquareTrade:
I have returned the tablet computer to SquareTrade.
I received a response indicating that SquareTrade has already made payment.
I received another 2 e-mails asking me to confirm my mailing address.
I replied to both e-mails confirming my address and reminding SquareTrade that they have already sent me mailing labels and boxes and have sent my computer back to me at the address that they are now calling into question.
My response to the government agency that is now involved in monitoring the way SquareTrade does business must be informed of SquareTrade's bad-faith in resolving this issue.
I have a few more days to respond to the Revdex.com.
I hope that I will be able to indicate favorable results.
In case you need it, I have provided my address for you below.
12/25 - I called and spoke to [redacted] C. of SquareTrade to follow up my e-mail. [redacted] found the information relating to my insurance claim and confirmed that SquareTrade planned to make a payout. [redacted] also confirmed that the mailing address they have on record is correct. [redacted] said he would send out a payment via FEDEX and that I should receive it on Friday 12/30. I said I would wait until the deadline for me to respond to the Revdex.com to enter whether there was a successful resolution.
1/4/2015 - There is no reliable evidence that SquareTrade is making an effort to settle the insurance claim. For this reason, I hope that the Revdex.com will continue to intervene with SquareTrade to determine a responsible path forward.

Initial Business Response /* (1000, 5, 2016/01/22) */
We apologize for the issue the consumer experienced. An internal glitch caused the delay with uploading the warranty. The glitch has been resolved and the warranty should be uploaded with 2-4 business days. For the inconvenience the...

consumer experienced we will refund the warranty & still provide coverage for the warranty period.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After making my complaint, I was immediately contacted by Squaretrade. They promptly apologized, and they honorably offered to honor the warranty for no charge to me.
This company has more than exceeded my expectations, and I look forward to doing business with them again.
[redacted]

Initial Business Response /* (1000, 5, 2015/07/27) */
We are sorry the consumer had delays in the return of their device.
We do not know why the device was not delivered. According to the shipping company they made numerous attempts to contact the consumer to arrange for delivery. They...

are returning the unit to the repair depot. Once the depot receives the unit they will ship it overnight to the consumer.
Due to the delay we are refunding the warranty price to the consumer.

We are sorry for any delays experienced during the claim process.Squaretrade wants to ensure that upon calling our customer service line, all consumers are advised that our calls are recorded for quality assurance. Moreover, if the consumer has still not received the reimbursement check, we will be sending a replacement check as of [redacted].

Needs to be a double negative. I buy a square trade warranty with my iPhone SE. I accidentally spilled a little water on it and the screen had lines on it but phone still worked normally. Gave square trade a call and they said not covered by liquid damage sorry but we can refund your plan. That 57.99 doesn't cover the $350 I spent on the iPhone. I received an email when I bought the plan that clearly states that liquid damage is covered by my plan.
PROTECTION PLAN TERMS & CONDITIONS
Congratulations on purchasing this Protection Plan. Please read these Terms and Conditions carefully so that You fully understand Your coverage under this Protection Plan.
COVERAGES AND TERMS: CELL PHONES AND TABLETS:
This Protection Plan provides coverage for parts and labor costs to repair or replace Your Product where the problem is the result of a failure caused by:
Normal wear and tear;
Accidental damage from handling (ADH), such as damage from drops, spills and liquid damage associated with the handling and use of Your Product, if the coverage has been offered and purchased at the time of sale with your Protection Plan;
This is from their service agreement for my plan but they say its not covered. DO NOT BUY!!!!